Job Description

Field Services Manager (RSM) Georgetown, KY

Salary: $85K plus client special notes. Candidate should work onsite from day 1, no remote work allowed.

Responsibilities:

• Manages teams of technicians supporting EUC Tier 2 field services operations in a large manufacturing environment including remote locations.
• Reviews team performance metrics against statements of work to ensure SLA, KPI, and CPI requirements are met.
• Manages demand and capacity for project activity.
• Assesses and analyzes ongoing staffing requirements and right-sizing per site.
• Interacts with customer business and IT contacts and shares performance reports as needed. May be required to manually create operational reports.
• Interacts with client, participates in service improvement programs.
• Analyzes reports and identifies improvement areas for technical performance.
• Works with other technical teams to identify, recommend, and drive implementation of improvement activities including shift-left, lean IT, and automation.
• Effectively communicates to internal and external stakeholders.
• Determines end-user and business needs and recommends potential new services.

Technical requirements:

• Must have strong knowledge of IT operations management processes, automation, and technologies, especially toward client and end user-facing roles.
• Must possess knowledge of service desk, tier 1/2 teams, basic voice, basic network, monitoring systems, ticketing tool systems, and other infrastructure services.
• Must have basic asset management experience.
• Should be ITIL foundation trained; ITIL certifications desired with intermediate level certification preferred.
• Must have an understanding of knowledge management, problem management, quality management and controls, service management, SIP, and CSI processes or have prior verifiable experience in working in support of such roles.
• Must be able to comprehend project management methodologies and implement best practices for the distribution of workloads.

Soft skills:

• Excellent communication skills.
• Strong interpersonal skills coupled with exceptional organizational skills.
• Must have demonstrable experience of delivering to tight deadlines.
• Ability to comfortably interact with business level customers and to conduct difficult discussions as needed while maintaining professionalism.

Other skills/experience desired:

• Experience working in a complex enterprise IT environment.
• Firm understanding of ITIL processes - incident, problem, change, asset, knowledge, etc.
• Report creation and comprehension skills required.
• Basic project management skills required.
• Required experience with IT ticketing tools (ServiceNow preferred).
• Technical team management to SLA, performance, and project standards is required (will be verified).
• Experience: 5-9 years of relevant experience preferred across a diverse range of infrastructure services is preferred (service desk, tier 2 teams: both onsite and remote, collaborative workforce, ITSM tools, quality).
• Candidates with experience in a manufacturing environment will be given preference.

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